Where airline bookings are lost
Direct booking is materially more profitable than selling through agencies and aggregators, and it is lost to friction: slow search, unclear fare conditions, baggage rules discovered at the last step, and payment methods that fail. Disruption is the other reputational moment — a delayed or cancelled flight with no self-service rebooking generates queues, complaints and permanent customer loss. Ancillary revenue depends entirely on a booking flow that presents it well.
What we build for an airline
First, a fast search and booking flow with fare conditions and baggage rules visible early rather than at payment. Second, ancillary sales presented in the flow: seats, baggage, services, which is where thin airline margins actually come from. Third, self-service check-in and boarding passes, removing the queue. Fourth, disruption handling with self-service rebooking, the moment that decides whether a passenger ever books direct again.